Assistant General Manager

Job description

Additional Information: This hotel is owned and operated by an independent franchisee, The Yarrow Group. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

ABOUT US
Crystal Creek Hospitality is a collection of independently spirited and branded hotels focused on remarkable hospitality™. We see every day as an opportunity to enrich the lives of our employees, guests, and communities. Our vision, mission, values and commitments are at the core of every decision we make and every person we hire. No heroes, no egos–just a diverse group of individuals with solid relationships built on a foundation of trust that honors our employees, guests, and investors.

OUR VALUES
We Engage and We Listen
We Care and We Own
We Provide and We Ensure
We Appreciate and We have Fun

JOB OVERVIEW: Provide guidance and leadership to the Rooms Division, ensuring consistent compliance with policies, leadership of staff in housekeeping, front desk and food & beverage, manage financial responsibilities of the department and provide excellent guest experiences. Manage all staffing requirements, assist with Revenue Management strategies, control labor costs, maximize departmental profits, oversee staff activity and ensure everyone is acting in compliance with rules and policies.  Acts as General Manager in the General Manager’s absence, as requested.

ESSENTIAL JOB FUNCTIONS: 
Ensures compliance with Crystal Creek Hospitality standards of product, quality, and operational performance.
Implement and manage the Hotel’s daily quality process including goal communication, associate improvement, compliance with Hotel and brand standards of product and performance, service recovery and problem resolution.  Disseminate feedback from guest reviews, guest satisfaction and service failure measurements and coach accordingly.
Field guest feedback, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence and verbal responses to guests.  Listen and extend assistance in order to resolve problems.
Plan, organize, attend, participate and/or present effectively in various Hotel meetings such as:  All Team Member Meetings, Operations Meetings, Front Desk Meetings, Safety Committee Meetings, Housekeeping meetings, etc. 
Lead training initiatives for front desk team, including staff development, growth as well as system adoption/utilization. 
Provides oversight and accountability for guest service recovery and problem resolution.
Reviews and evaluates feedback from guests both written and verbal, and the demonstrates the ability to proactively identify and respond to related opportunities and trends.
Thoroughly understand all duties of all staff and departmental functions.
Ensures the frequency and effectiveness of internal communication systems and practices.
Implements and manages daily quality processes including goal communication.
Plans, organizes, chairs, attends and/or participates in various meetings such departmental staff meetings, staff quality teams, staff celebrations and other staff events.
Maintains a felt presence at the Hotel and is visible and available at all hours.
Sets an example to all employees by demonstrating a commitment to company values and beliefs through work ethic, integrity, and respect.
Leads in a manner that fosters an environment of diversity, equity, inclusion, and belonging.
Provides visionary leadership and a perspective of optimism and action.
Is seen as a prominent leader in ensuring the excitement and effectiveness of hotel internal recognition programs.
Ensures employee development and succession planning.
Interviews, hires, trains, hotel employees and completes performance evaluations.
Maintains responsibility for hotel employee performance management including recommendations for discipline and/or termination when appropriate.
Communicates both verbally and in writing to provide clear direction to staff.
Ensures departmental labor standards are maintained. 
Monitors all contracted work completed onsite.
Assists GM with financial processes including budgeting, forecasting, expense line-item management.  
Responsible for enforcing hotel safety and security and related systems, processes and procedures.
Conduct daily walks of the property to identify issues before they arise.
Works closely with the General Manager in establishing and monitoring policies and guidelines in the day-to-day operation to ensure profitability and consistency.
Performs any other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES:
Bachelor’s degree in hospitality management or equivalent field of study and/or progressive industry experience 
Progressive leadership experience in hotel operations 
Strong customer service aptitude and ability 
Strong analytical and reasoning skills 
Extensive knowledge of yield and revenue management 
Understanding of budgetary and fiscal responsibility 
Excellent verbal and written communication skills 
Excellent organizational and time management skills 
Excellent problem solving and conflict resolution skills 
Be an active team player and ability to collaborate across teams 

This company is an equal opportunity employer.

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